Masking internal feedback from requestors(Clients)
Is there any way to mask internal feedback from Requestors(Clients) on a ticket - we don't want clients to be mailed whenever there is an update on a ticket from inside our organisation - so basically the Requester(Client) will only get an acknowledgment of his/her request and an e-mail upon Resolution of their ticket. SD Plus Version 9.0 Build 9045. Regards, Randall
Send notification to Alternate E-mail ID
Hi guys, I can't send notifications to Requester/technician Alternate E-mail ID. Is it possible? Thanks
Mobile Push notifications not working
Hey there, We have an internal instance of SD+ v9.1 (latest build 9100). I'd like to get Mobile Push notifications working and have configured notification and proxy settings as per the attached screenshots. Push notifications still not working - hopefully someone can help me out. :) Thank you! William
Mobile Notifications using latest build 9100
Hey there, I'd like to get mobile notifications working from our Servicedesk+ v9.1 build 9100 instance. Attached are the settings for Mobile Notifications and the proxy settings. Hopefully someone can point me in the right direction. Thank you!
Asset report that includes costs
Possible to get an asset report that lists all assets or a specific type of asset and summarize all costs associated with asset.
Export Requests
We have a customer leaving our Managed Service and starting up their own internal Service Desk not using Manage Engine. They want a list of the open requests that we have so they can take ownership of these. Is there a simple way to export all requests assigned to that customer i.e. build a view for this data and hit export? Thanks,
Can Requester ID be added to all tickets?
Can Requester ID be added to all tickets? The Requester Details section is populated with data that is pulled up from AD, hence, could the Requester ID (Login ID) also be displayed on all tickets for the assigned Engineer to view?
Assets Management
Hi, How do i add details of UPS to servicedesk Assets, as a component or Non- IT
Remove attachment from Request
Hi, Is there a way to remove an attachment from a submitted request? Thank you, Cheers
Workstation scan - General failure while performing the operation
Hello Error at scan: One of the value with which the Workstation is added depends on another Object which does not exist. Hence cannot add this Workstation. ae_scan.vbs and scan_setup.vbs installeds. Tanks.
SLA Definition
Hi We have started using Service Desk Plus within our organisation, how do others define SLA do they use Impact and Priority or just Impact? My thinking was to have the below Critical SLA Stops Business Critical Operation High SLA Affects All Users on 1 Application Medium SLA Affects Myself with No Workaround Low SLA Affects Myself with a Workaround No Impact, A change or move Added to this VIP Users Anything down to Medium for them is High SLA and certain depts. to have Higher SLA
ServiceDesk Plus 9048 Released
Dear Users, SDP 9048 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9048 SD-58908 : Migration failure if any of the workstation/server default report is deleted. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar ServiceDesk Plus Team
Active Directory Scheduled Import
Hi, manual Active Directory imports allow for specific groups to be selected. Does the Scheduled Import use this selection or does it bring in everything - there is no wizard when option is selected. thanks Mike
Service Catalog order of display
HI i am urgently looking to try and sort my Service catalog in order of importance rather than a-z as it is placing less important/used forms at the top rather than lower down. Will a fix or future version allow editable control to sort your catalog? Using SDP version 9.0
How do you manage your SaaS licenses?
Folks, I'm wondering the best process for buying and managing support agreements and warrantees. I'd like to purchase with a PO but track as a contract. What's the best way to do this? Also, how do you handle Saas licenses? Did you create a new product type or do you track through software and licensing? How does that correspond with the PO module (same question, I suppose). Thanks, Adam
Attached file button and add notes button doesn´t work
Hi, I´m having a strange problem, the attached file button and the add notes button suddenly they stopped working. There´s a way to solve this problem? Best Regards
Option to Hide SLA timer from Self Service
As we look to mature as an organization I'd like to use SLAs for Requests; however, while we internally adopt to working within those time constraints I'd prefer not to advertise the SLA clock on the self-service portal until we are running smoothly. Is there a mechanism to "hide" the SLA clock to requestors so we don't advertise or SLAs until they are completely refined?
Service Catalogue services not getting displayed to users
A quickie, cuz i don't have much time: I upgraded to 9.1. Add a new Service Category (IT or Business) Create a new service (keep it basic, for this test) within the new service category See if your users see the new service in the self service portal Everything seems ok for services created pre-9.1 With regards, sven
Create new request with E-mail command parsing enabled - assign subject?
I have E-mail Command enabled and it is working as far as creating new requests by parsing emails. Question I have is can I somehow get it to parse for and enter a meaningfull subject into the new request? So far all the new requests have the subject of "Not Provided". Are the items below the only options for parsing emails? @@OPERATION=AddRequest@@ @@CATEGORY=Printer@@ @@SUBCATEGORY=Tray1@@ @@ITEM=Paper Jam@@ @@LEVEL=Tier 1@@ @@MODE=Web Form@@ @@PRIORITY=High@@ @@URGENCY=High@@ @@IMPACT=Affects
How can I find the old PC-s in the assets?
Does the SD store the last successful scan date? Can is list the assets order by this date?
Import AD user
we cant save option scheduled AD import feature. we have enabled SSO
Report Query - Compare Software Versions to Active System
Hello, Does anyone know how to, as this is more complex then the standard reports can give me, active systems (Last scanned via agent in the last 15 days), which are running the last version of agent (1.0.19) and list the installed Office product line (2007, 2010, 2013, or 365)? Cheers & thanks!! Tomas
Work Log report
Hi, I need to generate report for work log for each types (requests, incident, task, problem, change), to know where the time of technicians consumed. i need it include the following: - Technician Name - Date from to - work log text - work log start to end - work log total time spent (hours, minuses) - Workorder ID - Workorder ID status best Regards,
Custom Report to Include Workstation Description
Could anyone help me with creating a report that will include the Workstation description in the results? The custom reports don't seem to give that column as an option, and I'm not familiar enough with the custom querying to write it myself. Basically, I would only need to display the following for the Workstation assets: CI Name, Model, and Description. I added a specific description to about 10 assets, and now I realize that you can't display that field in the columns. Oops. Thanks in advance
Contract, Assets and Users
Hi, We have a monthly contract/subscription for Office 365, with a number of users on differing plans with a cost per user per plan. I want to be able to associate a number of users and/or departments to this contract in order to be able to apportion the monthly costs to departments/users. How do I do this? I've thought about: Creating a parent contract for the full O365 Creating child contracts for each of the plans and apportion the full monthly cost based on the number of users of that child plan.
Resource of type check-box - max. nr. of options
Hello, How many different options can we add to a single resource check-box? Is there any limitation? Best regards, Demetrius
Lots of blank spaces when copying and pasting from email (SDP 9007)
When I copy and paste (html) content from an email, SDP creates a lot of extra spaces. Browser (Google Chrome) E.g:
SDP 9.1 upgrade
Will this upgrade overwrite any html/js files we've placed in the ManageEngine\ServiceDesk\custom folder?
Login page not load
Hello. I have a new installation of ServiceDesk Plus and I have a problem with the login page. It is not loading nor appearing any error either, it is just in blank. All the installation process was completly Ok and without any problems. I tested locally over the network in Internet Explorer 11, Chrome and Safari and the result is the same. -Blank page- It's running on Windows Server 2012 Rok Fundation 64bits, firewall is turned off, no antivirus installed and there isn't any other software installed.
change default status request in requester mode
how can I change default status request in requester mode ? thanks,
Possible to send NEW email FROM ServiceDesk plus?
Hi. Wondering whether IT Support can send NEW email from ServiceDesk plus? (not answer request) And have their group email as "from" address? Kind regards Robert
Auto reply to a non requester email.
Dear support i need to set an auto reply to any email received by our support system from non-requester email (i.e Email does not exist in our system and does not belong to any account). thanks.
Weird login issue
Hello I am having a weird issues with my servicedesk plus install I have the latest version and when logging into the application via the web it works all ok But when I try and log in using the iPhone app (or iPad) I get a unknown username or password Any ideas anyone? Thanks Andrew
Manually adding software?
Guys, I cannot add manually any software we buy? We must scan a system before we can add it? 1. We do not scan all of our systems: we manually keep track of software 2. We cannot buy software this way through PO's... we cannot close PO's and bought software does not get added to the inventory... ??
Can the text in the default 'Reply' option be edited?
Hi. I wanted to check if the text in the default 'Reply' option can be changed. This is when a ticket is picked up by a technician and clicks on the 'Reply' button at the bottom of the 'Description' field. Currently the text is: Your input is required before we can proceed on the following request: *Subject of the ticket*. https://servicedesk.transguardgroup.com:443/WorkOrder.do?woMode=viewWO&woID=8121 The request has now been marked as pending your input and to proceed we will need to know the
http status 400 error Invalid path /homepage was requested
HTTP Status 400 - Invalid path /homepage was requested type Status report message Invalid path /homepage was requested description The request sent by the client was syntactically incorrect (Invalid path /homepage was requested). Ive tried all previous fixes found in the knowledgebase but it doesn't fix my issue. Ive upgraded to ManageEngine_ServiceDesk_Plus_9_0_0_SP-0_47_0 and still have issues. Its been so difficult in trying to get it to run since its install that Im not sure I want to test it
Searching for requests
My support reps. are really having a problem finding tickets within their request view that they've worked. Is there a set of commands or search criteria that we can use in the search box? For example, I've got my request view open, and I'm looking at the subject of one of my requests. I type two words from the subject line into the search field, and the request I'm looking at is nowhere in the results. (Using the Default Results). Can someone make some recommendations? (I'm currently on 9.1) Thanks,
How to cancel a Purchase Order
We've been using the Purchase module for two years now, and have accumulated a handful of purchase orders that have been orphaned. They progressed to various stages, but due to business reasons were cancelled. My question is: How to mark these at Cancelled (or at least Closed). I could route a couple of these through Approval, Receive, etc... However, others would involve auto-adding assets into our environment, which I would like to avoid. I'm trying desperately not to delete the items, as we
Modify old ticket status from escalated to closed without notifiying
Hello, Someone in our company changed over 100 OLD tickets from closed to escalated over the weekend and now they show up in reporting. I need to change these back to closed without notifying the customer they are attached to? Where in the SQL database does this information live? If I change it in SQL will it notify the customer? I am guessing no. Thanks!!!!
Basic Line Graph Report
Hey all, Having trouble building a super basic report. All i want to show is the total # of Open and On-Hold requests by date. Basically i need to show if our team is catching up or falling behind on tickets and would like to be able to use the date filter. Even if i can just get the data from a report i can use Excel to whip up a graph by date. Thanks in advance.
Next Page